Confidentiality

Confidentiality of medical records and personal information is taken very seriously within the Practice. All staff are bound by strict rules of confidentiality and comply with the Data Protection Act.

The Practice uses computers for clinical as well as administrative purposes and will collect information concerning your health care. Information is only made available to staff members who need to know.

Identifiable information will only be shared with others outside the practice in the following circumstances:

To provide further medical treatment for example hospitals

To help you access other services for example social services

When there is a duty of care to others for example child protection

Occasionally medically qualified persons may access the practice records in order to verify standards of quality. This is done in a way that protects your identity.

All patients have a right to access their health records. Application for access should be made in writing to the Practice Manager who will explain the procedure.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Comments & Complaints

The doctors and staff strive to give a high standard of patient care and to maintain the best possible relations with our patients at all times.

However, we accept that from time to time patients may feel dissatisfied and in such cases we act quickly when problems arise.

If you have any comment, complaint or suggestion on any aspect of the service provided, please bring this to the attention of the Practice Manager who will address your concerns and conduct a full investigation if appropriate.

The Northern Ireland Ombudsman

Zero Tolerance towards aggression at the Surgery

Zero Tolerance is when all abuse against staff/patients/visitors is totally unacceptable.

What is physical abuse?

The intentional use of force against the person of another without lawful justification, resulting in physical injury or personal discomfort.

What is non physical abuse?

The use of inappropriate words or behaviour causing distress and/or constituting harrassment.

In the event of violence and/or aggression

All such instances will be reported to the Practice Manager and GP Partners who will decide on the relevant course of action.

If a patient poses a threat, physical or otherwise, to GPs, staff or other patients, the Police will be called. If the patient has left the premises and there is no immediate danger, the Police will be notified of the incident for future reference.

Removal from the Practice list

A good patient/doctor relationship based on mutual respect and trust is the cornerstone of good patient care. If a patient engages in violent and/or aggressive behaviour towards the GPs or staff they face removal from the Practice list.

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too:

We will:

Ensure our patients have 24 hour access to medical advice.

Work in partnership with you to achieve the best medical care possible.

Involve you and listen to your opinions and views in all aspects of your medical care.

The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:

Let us know if you intend to cancel an apppointment or are running late.

Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service.

Inform the practice staff of any alteration in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it's ex-directory.

As patients you are responsible for your own health and that of any dependants. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

If you cannot attend your appointment please let us know

If a patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment. The affect of this is:

Increase in the waiting time for appointments

Frustration for both staff and patients

A waste of resources

A potential risk to the health of the patient

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Due to an increase in the number of wasted appointments through patient’s failing to attend without informing the surgery it has become necessary to implement the following policy:

If you fail to attend 3 appointments within the year whether with the GP or Nurse (Jan -Dec) you will be removed from this practice list and may be required to find an alternative doctor.

If you cannot attend your appointments for any reason please let us know as soon as possible, we can then offer the appointment to someone else.